1 Name of principle This principle is the Complaints Amendment (Quality Agency) Principle 2013. 2 Commencement This principle commences on 1 January 2014. 3 Authority This principle is made under the Aged Care Act 1997. 4 Schedule(s) Each instrument that is specified in a Schedule to this instrument is amended or repealed as set out in the applicable items in the Schedule concerned, and any other item in a Schedule to this instrument has effect according to its terms. Schedule 1—Amendments

Complaints Principles 2011 1 Section 13A.4 Insert: Quality Agency means the Australian Aged Care Quality Agency. 2 After subsection 13A.26(5) Insert: (5A) However, subsection (5) does not apply if the Secretary decides to end a resolution process in the circumstances mentioned in paragraph 13A.13(d). 3 Section 13A.27 Repeal the section, substitute: 13A.27 Complaints to ACC about process (1) A person may make a complaint, either orally or in writing, to the ACC about: (a) the Secretary’s process for handling complaints under these Principles; or (b) the Quality Agency’s process for accrediting aged care services under the Quality Agency Principles 2013; or (c) the Quality Agency’s process for conducting the quality review of home care services under the Quality Agency Principles 2013. (2) The complaint must be made within 12 months from the date of the completion of the process which gave rise to that complaint.

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